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LivePerson is an industry leader in Conversational AI and enterprise-grade chatbots that increase sales and improve customer...
Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase...
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Petrit H.
Computer Software, 501-1,000 employees
Used daily for 6-12 months
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Cloud, Manufacturing
Ability to use in Phone and anyplace you like
Maybe can you guys make "Dual apps support" so you can have more than one Freshdesk installed in your android phone?
John B.
Information Technology and Services, self-employed
Used daily for 6-12 months
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Great cloud package for support ticketing tracking.
Clean look for submitting tickets for support. We are running the free version which works for many IT companies
If you want to customize the form, you'll need to pay for the use of the software
Ismaël Huberson C.
Apparel & Fashion, 1-10 employees
Used weekly for less than 6 months
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Freshdesk is the ultimate tool for cloud support.
Freshdesk is an easy to use support software. It has a lot of features that makes it easy to manage requests and tickets. The software is easy to use and intuitive. It is also an affordable alternative to its competition. I will recommend it to any business looking for help desk software.
I don't have much to say about Freshdesk as a disadvantage. Maybe more tutorials to get to know the software better.
Deon N.
Information Technology and Services, 1-10 employees
Used daily for 6-12 months
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We have been able to streamline and formalise the support experience for our customers significantly since we have started using Freshdesk.
Cloud based, intuitive interface, good functionality
Limited predefined report. If you need more reports you have to dump the data and configure your own reports which is time consuming.
Janaina C.
Research, 1-10 employees
Used weekly for less than 6 months
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Freshdesk makes it easy for me to interact with my customers through email, phone, web, chat and social media conversations and helps resolve issues across channels effortlessly.Abrir no Goo
Freshdesk can improve by allowing installation to be done on-premises and not just in the cloud.
Chris V.
Utilities, 1-10 employees
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I like the general idea, i.e. cloud access help desk.
Several things: - Pick +New Ticket. Enter Contact, Subject, etc. Then Create. The Contact never gets the email. To make it work: Pick the down arrow next to New Ticket. Pick New Email. - The Announcements > Contact support link doesn't work in Firefox. Had to use IE instead.
Lajos N.
Computer Software, 1-10 employees
Used daily for 1-2 years
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We are handling the support tickets for our cloud base software solution, issued by the end users.
I like the most it's rich functionality and simplicity. We just subscribed to it and everything is just works, no downtime at all. It is preconfigured for common scenarios and with the recommended setup we could easily start to use it. Later we extended the configuration with our requirements, fields and processes and it works like a charm!
In the Garden plan you are not able to customize the customer portal, so it is not the best experience for the end users.
John K.
Food & Beverages, 1,001-5,000 employees
Used daily for 2+ years
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Been a long term customer and very happy
Cloud and team functional flexible true enterprise IT Help Desk Ticketing platform
Would like to know more about roadmap to integrate with other company systems e.g. BI, ERP, CRM, ETC
Miguel A.
Professional Training & Coaching, 1-10 employees
Used daily for 2+ years
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Easy to use and to setup Good speed for a Cloud Software
Nothing to say, very happy even With the free subscription
dickson m.
E-Learning, 1,001-5,000 employees
Used weekly for 2+ years
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I liked its analytic reporting especially dealing with asset management. This area of asset management if not properly managed will give a false value to an organisation, Freshdesk can help in this regard.
It is user friendly easy to follow and there is a free version which means reduced costs to the organisation.
It is cloud based thus relies heavily on internet therefore may not be ideal for companies with regular electricity cuts or with no electricity at all and internet connectivity
Dileep D.
Computer & Network Security, 51-200 employees
Used daily for 1-2 years
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I like this software because of cloud based accessibility from anywhere using multiple channels like email, live chat & phone.
Business hours not work on SLA policies.
Lorenzo M.
Facilities Services, 501-1,000 employees
Used weekly for 6-12 months
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Rispetto alle app precedentemente usate la trovo più completa nel servizio cloud. Dopo un po' si prende la mano
È macchinosa e ci vuole un po' per imparare ad usarla
Showing original review in Italian. See translation
Arpit S.
Electrical/Electronic Manufacturing, 11-50 employees
Used weekly for 6-12 months
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This software my all time favourite cloud-based customer support software that offers a range of features to help businesses manage customer interactions across multiple channels.
Best thing about this software is that it is easy to use it has a user-friendly interface and a range of helpful features, such as ticket management, knowledge base creation, and live chat support.Multichannel support: Freshdesk allows businesses to manage customer interactions across multiple channels, including email, social media, and phones.
Pricing of this software can be one the cons because it can be expensive for small businessess.
Verified reviewer
Oil & Energy, 201-500 employees
Used daily for 2+ years
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Overall its a great application. It does have its limitations, but that's with every software. I would have liked it to have better custom reporting and custom UI changes.
Ease of use and setup. Cloud based makes it easy to access from anywhere. Mobile based app is very functional.
Development turnaround time on resolving issues.
David H.
Used weekly for less than 6 months
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The thing I like most about this software is that it is very easy to use and everything is cloud based.
The thing I least like about the software is the GUI/Interface. I think it should have more color to ease the eyes on differentiating the layout.
Budi T.
Used weekly for less than 6 months
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Efective tools for support helpdesk system. 1. simple and user friendly 2. support cloud environment 3. provide free trial with customize setting
1. Difficult to use our own domain 2. Price is moderate not cheap enough 3. feedback mechanism should enhance with NPS
Melissa B.
Used daily for less than 6 months
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Love that it's cloud-based. Easy to navigate. Staff picked it up quickly. Customers loved the quick responses and ease of use.
Honestly, not many. This is the software we use now and we won't be going back or looking for anything else!
Chhagan Lal B.
Education Management, 1-10 employees
Used weekly for less than 6 months
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Overall experience with this software is not bad. It provides some helpful features that help you to grow your business and build your brand but it has bad experience too.
Its cloud telephonic service and live chat features are the best. I can handle all the calls and chats on a cloud server and manage everything on just one dashboard. The most important thing is that it provides free access of its paid plan to startup that helped me a lot to save a lot of money.
While working on a cloud server, we need support in a lot of things before we use it amd its support system is too slowly and takes a lot of time to response your queries.
David S.
Electrical/Electronic Manufacturing, 11-50 employees
Used daily for less than 6 months
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We have just begun to use the system. I have been playing, and implemented a knowledgebase, so that is a start. We expect this system to help us share service call and call history among several agents.
Cloud-based means no setup on our network. I am able to implement the free version without having to go through the network people.
I'm using the SPROUT (free) version, so I can't complain. I assume that everything that I want is in one oof the higher tier packages.
Tanya B.
Packaging and Containers, 51-200 employees
Used daily for 2+ years
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Great program and it really helped us grow our business
This software is cloud based - which was important to us. It is easy to use and a lot of features that were extremely helpful.
I didn't dislike anything about this program - we had nothing before and this helped us with our ticket system and make IT a lot more effective
Arwa N.
Financial Services, 501-1,000 employees
Used weekly for less than 6 months
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It's been good because its easy to use and learn.
I love how simple and easy to use this software is. It provides everything in one place, is secure, and is all cloud based.
What I like the least about this software is that it's cost is not very competitive, I could get the same service for less cost elsewhere.
Ansh R.
Information Services, 201-500 employees
Used weekly for 1-2 years
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Freshdesk is the perfect solution for businesses looking for a cloud-based customer service platform. It provides users with a comprehensive and easy-to-use suite of tools to track customer calls and business chats, as well as create their own custom support desk. The platform also supports automated processes such as email routing, ticket assignment, and even sentiment analysis. With Freshdesk's intuitive...
• Ease of use: The software is easy to use and has a intuitive interface• Cloud based: The software is cloud based and can be accessed from anywhere• Chat: The software has a chat interface which makes it easy to communicate with customers• Reports: The software generates reports which help us track customer satisfaction• Integration: The software integrates with other software platforms easily
No cons found in this software. It is best one for our client business.
Alissa H.
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FreshDesk impressed me immediately with it's simple, intuitive interface and great price point. It's a great cloud-based product for small to mid-sized companies with primarily internet-based customer service.
We love the way FreshDesk interacts seamlessly with email, Facebook, and Twitter through one dashboard interface. Being able to automatically and manually assign tickets to agents, make internal notes, and alert staff to urgent tickets is a real plus
We don't use the Customer Portal, as we don't really have the staff to monitor forum posts. But it's a great option for companies that need it. We really need a canned contact option for new tickets, but it isn't available.
Sonia M.
Apparel & Fashion, 501-1,000 employees
Used daily for 2+ years
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Overall my experience with Freshdesk was wonderful as it has minimised lots of work and report was good.
Cloud-based customer service softwareUser friendlycan use the same interface for calls, chats and emailsThe report is very preciseSupport available via chat SSL encryption available
You need to set rules to get the reports which is complex and confusingThe dashboard is good but needs to have a little changeFacebook comments does not land into chats
Mallikarjuna D.
Information Technology and Services, 10,001+ employees
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I would strongly recommend small scale enterprises to make us this software in their business to interact with customers
Fresh desk software is a one of the cloud based help desk software which helps to small scale businesses to build relationships with their costumers
Fresh desk held helps enterprise business to collaborate relationships with their customers across globe